Agentic AI can help unlock new business models and new ways of reaching out to people, says NTT DATA's Aishwarya Singh.
Aishwarya Singh , senior VP, Digital Collaboration Services and head of Microsoft Global Practice at NTT DATA .
This is according to Aishwarya Singh, senior VP, Digital Collaboration Services and head of Microsoft Global Practice at NTT DATA, who was speaking at a strategic AI executive roundtable, hosted in partnership with Microsoft and ITWeb in Johannesburg this week. She noted: “For example, when deploying an agent to improve productivity, building the agent itself doesn’t take much time. What takes time is getting people to adopt it and to help them become more productive. When organisations underestimate the people and change management aspects, agentic AI won’t deliver the results they are looking for. It shouldn’t be an IT project. It is a business programme.”Singh said early adopters of agentic AI were in the finance and manufacturing sectors.
Customer satisfaction with agentic AI shows an improvement of up to 12% in customer satisfaction scores, compared with AI chatbots, Singh said.Scaling Agentic AI only works when you start with a clear focus on ROI – what outcomes you want to achieve, she said. It requires extra resources, so you need a solid business case and someone responsible for making it happen. Success also depends on strong change management and proper training.
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